phone conversation tips

1. BASIC TELEPHONEBASIC TELEPHONE
SKILLSSKILLS

2. Prior to Answering the Telephone
 Be prepared
 pen and paper
 telephone extension
list
 Avoid chewing, eating,
drinking or smoking
 Use correct posture

3. Answering the Telephone
 Provide a greeting
 “Good Morning”
 “Good Afternoon”
 “Good Evening”

4. Answering the Telephone
 Identify the department
 Operation Center
 Medical Department
 Front Desk

5. Answering the Telephone
 Identify yourself
 “Capt Yılmaz”
 “Sgt Budak”
 “Dr. Davulcu”

6. Answering the Telephone
 Offer assistance
 “How May I Help/Assist You?”

7. DON’T HESITATE TO
 ask more explanation
 ask the caller to slow down
 ask the meaning of an abbreviation
 ask the caller to repeat again

8. Transferring or
Placing Calls on Hold
 Always ask if you can put the person on hold
and wait for the answer
 Maj Ertan, Sgt Yıldız is busy, May I please place your
call on hold?

9. Taking Messages
 Message for…
 Name and title of caller
 Company/Department name
 Telephone number
 Time and date of call
 Message

10. Ending the Call
 End the conversation on a positive note
 Thank the caller
 Use the caller’s name

11. Ending the Call
 “Thank you for calling Colonel, goodbye.”
 “Goodbye Mr KhanMa’am
and thank you for calling.”

12. THANK YOU !